Empire Today's reply to:

Reply by Empire Today

Aug 21, 2010
I have reviewed your post and want to talk with you about your experience. As a member of our National Customer Service Team, I apologize for the lack of response you have received. I assure you that we take customer satisfaction very seriously and want to work with you to help you reach a resolution.
Empire provides quality, name-brand products to our customers and we stand by our products and installation. We would like to assess the issues you are experiencing with your flooring to determine how to best resolve you concerns. All of our products are backed by manufacturer warranties plus Empire guarantees the workmanship on all of its installations for one year.
Please contact me directly so I can help you. I can be reached at 888-588-2315 x4195 or customersupport@empiretoday.com. I look forward to speaking with you soon. Rebekah Clerk, National Customer Service Manager

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Pittsburgh, Pennsylvania

Feb 13, 2010

1 comment

My husband and I have been misled by Empire in every aspect of the way.We were given three different prices for the cost of wood laminate flooring for our kitchen, family room, laundry room and powder room.

The cost started out as 8,000.00, went down to 5,500.00 and then another jump up to 6,000.00. Salesmen never told my husband and me that water could never be used to clean the floor, but gave us a huge sales pitch on how the flooring was tested in laboratories and could have water sitting in one area for five days before any signs of visible damage. It was only after our floor was installed and the installers were leaving, that I was told that under no circumstances was I to use water on this floor. Then why the huge sales pitch on the flooring being able to withstand water?!?!

Not to mention the installers left with ten boxes of flooring that we are most certainly sure we paid for. When questioned by my husband, they said that they carry extra with them. However, the story told by Customer Service when my husband called was not the same. He was told they had another job.

After two months time, the floor has started to bubble and peel.

We noticed it in front of the sliding doors, in front of the sink and dishwasher, and in front of the refrigerator where areas get splashed with water. We were told that these floor boards have a wax coating to protect them from water damage, but when checked by someone we know who sales floors, we were told that there is no wax on the edges of the flooring.

We have phoned the Empire headquarters several times to get some kind of resolution; they have been terrible in returning calls and now are not returning any of our calls.The last time we spoke, they wanted to charge us eight thousand dollars to come out and replace the flooring with tile.

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Thank you for bringing your laminate experience to our attention. We apologize for any inconvenience, and our customer service team would like to work with you to explore a resolution. Please contact us at 800-588-2300 so we can assist you.